We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Insurance agencies looking for customer service staff has gone on for years. Just check the online job ads for these positions. There are always openings. Processing Content When we fill these roles, ...

A Michigan woman is suing her former employer over corporate policies that she says forced her to endure repeated sexual harassment as a customer service representative, including being prohibited ...

DTE has been hit with an unusual sexual harassment lawsuit involving a customer service representative who says she was taunted at work — not by a colleague or a boss, but by a customer who allegedly ...

Between AI tools that fail to deliver and leaders miscalculating the cost dynamics of AI, companies are being set up for whiplash and will likely need to rehire some of the staff they laid off.

This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. They asked to speak on condition of anonymity for fear of ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Dr. Elizabeth Yuko is a bioethicist and adjunct professor of ethics at Fordham University. She has written for The New York Times, The Washington Post, The Atlantic, Rolling Stone, CNN & Playboy.

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...